So much for PhotoPass

[civileng68]

So much for PHotopass!!! Im really frustrated!

My family had photos taken this entire last trip on Photopass (1 card).

We get home Sunday and still to this day NO PHOTOS! Their system doesnt even recognize my code (and it's correct).

So, I go to the "help" section and filled out the form and even sent a picture of my family (which they use to find your vacation photos if the card doesn't work).

I wrote them Monday and still have NO RESPONSE.

Seriously this is very dissappointing as this is the first time I've used it (I normally do my own photography) and relied on it for many of my faimly shots. I am really disappointed that they have not gotten back with me more than anything.

has anyone else experienced this and if so, did they get back with you?

 

[kilee]

I hope they can locate your photo's.

 

[skuttle]

I'm so sorry that happened to you! I hope you can find someone to help you find your pictures. I've hears such mixed reviews about photo pass that I don't think I'm going to chance it for DS's first trip in a few days! I think I'm going to just go ahead and buy what I normally would in the parks.

 

[lucincia]

Well, that bites. We have 4 Photopass cards (because we keep forgetting them when we head to the parks) and they all worked fine.

One thing to keep in mind - you can ask the Photopass person to take pictures for you with your own camera. This way, if the Photopass doesn't come out you still have your own copy.

 

[Serenity]

We have used this several times and I really like it. On our Dec '04 trip, there was one picture of our family taken in front of the Epcot ball that I knew I wanted to buy. However, it was not on my card when it went to the site. So I e-mailed them. They responded quickly and asked me to supply them with as much info about the picture as possible - what date, where, time of day etc. I did this and then even set them the picture that the Photopass photographer had taken with our camera and said "it looks just like this". Sure enough, they found it for me and put it on my account so I coud order it.

Try e-mailing them again. Hope you have the same level of success.

 

[Cinderumbrella]

I am so sorry that this happened!!!!!

 

[willis37862]

We had the same thing happen. And they didn't respond when I sent them a message. So I resent it and attached a photo and I got a response the next day. So if you have a way to scan a picture and attach it then that might help them find your pictures.

 

[hiwaygal]

I've heard of many bad experience with PhotoPass too...and I'm sorry you are having such problems!

One thing to remember, you can check the cards before you leave the park to make sure the pics are there. There's a place in Toontown and one near the front gate. This way, if you happen to not have a "special" picture, you might be able to find time to go back and get it again, or try to find the photographer and make sure the pics get loaded to the card/website.

OP...I hope you get an answer soon!!

 

[LorlovesStitch]

We are just back and I must say that I am very unimpressed with Photopass. Although all our pictures were there, out of 70 pictures, there are only about 3 worth purchasing. 99% of my own pictures came out better than the Photopass ones. Most of them are not centered, and even with cropping and such do not look that good. A couple were even out of focus! Our pictures from MGM were HORRIBLE.....the photographer was down on her knees and took all the pictures of us looking up from the ground! This does NOT help when you are already sucking in your gut and trying to look thinner! Very unflattering photos. The ones that she took standing up are not much better. I was much happier with the photo quality when they gave you those little pieces of paper and you picked up the picture at the front of the park!!

 

[lucincia]

Was chatting with a Photopass guy. He said they started the program slowly earlier this year with only like 30 photographers for the entire resort. Then just last couple months hired 300+ more people. They take anyone - people who know how to photograph and those who don't - and train them. So don't expect studio quality photos from most of the people.

$12.95 for a bad photo is a bit hard to swallow.

 

[ReggieB]

We are just back and I must say that I am very unimpressed with Photopass. Although all our pictures were there, out of 70 pictures, there are only about 3 worth purchasing. 99% of my own pictures came out better than the Photopass ones. Most of them are not centered, and even with cropping and such do not look that good. A couple were even out of focus! Our pictures from MGM were HORRIBLE.....the photographer was down on her knees and took all the pictures of us looking up from the ground! This does NOT help when you are already sucking in your gut and trying to look thinner! Very unflattering photos. The ones that she took standing up are not much better. I was much happier with the photo quality when they gave you those little pieces of paper and you picked up the picture at the front of the park!!

Wow 70 photo's!!!! We never get approached by photopass photographers, we always have to seek them out. We're lucky if we get 5 or 6 taken. Totally agree with you about the composition thing. I think you get people trying to do something a little different, and it ends up going horribly wrong.

There was a guy in November taking photos near the Christmas tree by Cinderella's castle, he had his earning my ears badge on. I just wanted to give him a big hug and tell him to relax, you'll get the hang of it! He was having problems with his card reader, it was quite bright and he couldn't really see what the display was saying, he was getting hot and bothered. Probably wishing that he hadn't applied for the job in the first place. He was really apologetic that he couldn't take photo's, which was fine. Hope he has gotten the hang of fit by now. My take on this is that perhaps they just don't get enough training.

 

[civileng68]

Wow 70 photo's!!!! We never get approached by photopass photographers, we always have to seek them out. We're lucky if we get 5 or 6 taken. Totally agree with you about the composition thing. I think you get people trying to do something a little different, and it ends up going horribly wrong.

There was a guy in November taking photos near the Christmas tree by Cinderella's castle, he had his earning my ears badge on. I just wanted to give him a big hug and tell him to relax, you'll get the hang of it! He was having problems with his card reader, it was quite bright and he couldn't really see what the display was saying, he was getting hot and bothered. Probably wishing that he hadn't applied for the job in the first place. He was really apologetic that he couldn't take photo's, which was fine. Hope he has gotten the hang of fit by now. My take on this is that perhaps they just don't get enough training.

I agree that most of them do not know much about photography. As someone who is a photography fanatic and studies photography, I have to say that I immediately noticed the lack of knowledge in many photographers.

We normally dont use them because I feel I can take a better picture. However when I want in the shot, I'd rather just let them do it than to use my camera.

The first thing I noticed is that the cameras are seemingly (pre-set) to certain settings (to avoid them having to "think" about the settings, trust me, for a newbie, aperture, ISO and shutter speed, along with focus can be confusing). I am pretty sure they are pre-set because they dont take any time to take the shots. They are basically "point-and-shoot" with manual cameras (that doesn't mix).

This can be fine to have pre-sets, except that the lighting (from a photography standpoint) changes every 20 minutes and if they dont change their settings, the photo quality is reduced on a non-stop basis.

It's not the CM's fault by any means but maybe they should look (as you said) into deeper training. In doing what they do, and with the quality of the equipment they use (they are nice cameras), they should be skilled in doing their job. Again, lack of knowledge on the job is never the fault of the employee, because if they are not knowlegeable after adequate training then they should be let go, but in most cases, it's probably a high turnover position and they likely rush new-hires through the program.

 

[civileng68]

Just an updated for everyone about this situation:

Disney has done a HORRIBLE job at dealing with this situation.

I wrote them twice this past week (the first email being now over a week ago) to tell them I didn't get my card to work and can't see my photos because of it. As they request when submitting a problem, I attatched a photo of my group (from our own photos) so they can find the photo.

Now mind you, Im not just generating my own email to them. They have an actual support page for these situations.

Well it's been over a week, and 2 support requests later, and to this moment I have not even received a response from either support request, and of course, do not have my photos and do not know where they are or if I will get them..........because of course, they fail to respond.

If this is how they deal with Photopass problems, they should scrap the entire program. I like the idea and I know most dont have a problem, but, if you cannot provide even SOMEWHAT of a support department for the problems that DO arise, it shouldn't be in place, because Im not worried if something doesn't work in my photos as long as I know they will support me to find them (which their site claims they do). If I had known that they don't provide support in an adequate way, I would have just avoided using them and taken the same shots with my camera. However, now I do not have those shots because I relied on the Disney photographers.

From what I've read, Im not the only one who's had issues with their support.

 

[ReggieB]

I am so sorry that your problems have not been resolved. Last May we had an issue with a Mickey photo, the problem being that you could there was either a reflection, or you could actually see the CM in the Mickey costume, not a great photo to show my DS5. On the suggestion of some Diser's I got int touch with photopass, and I was actually handed off to a lovely lady that works for Disney called Mary Ellen. Everything was sorted out, I got free large prints, they retouched the photos and everything was great.

Now my theory with regards to your ultra awful service, is that you are still dealing with the Kodak people. My suggestion would be to tell Photopass that you are going to also contact Disney guest services about your problems (which is what I said in my original email to Kodak/Photopass) Photopass is contracted out to Kodak, so my understanding is that it's Kodak employees at the parks and at the photo facility (correct me if I a wrong) I don't know if that's why I got my issue dealt with so fantastically, because it was Disney themselves who got involved or what. Obviously my circumstances were a little different, I am sure Disney didn't want a dodgy Mickey photo out there. However, I am wondering if perhaps you could try and get them involved too. Honestly anything is worth a try. Good luck.

 

[lucincia]

Now my theory with regards to your ultra awful service, is that you are still dealing with the Kodak people. My suggestion would be to tell Photopass that you are going to also contact Disney guest services about your problems (which is what I said in my original email to Kodak/Photopass) Photopass is contracted out to Kodak, so my understanding is that it's Kodak employees at the parks and at the photo facility (correct me if I a wrong) I don't know if that's why I got my issue dealt with so fantastically, because it was Disney themselves who got involved or what. Obviously my circumstances were a little different, I am sure Disney didn't want a dodgy Mickey photo out there. However, I am wondering if perhaps you could try and get them involved too. Honestly anything is worth a try. Good luck.

Chatted with Photopass guy last month. They're on Disney payroll. They're actually "competitor" to Kodak people. Friendly competition I guess.

 

[ReggieB]

Chatted with Photopass guy last month. They're on Disney payroll. They're actually "competitor" to Kodak people. Friendly competition I guess.

Thanks for clearing that up. The return address for the photo's is the Kodak company, but perhaps that's just the developing for the internet orders. I am sure it used to be Kodak people at the park.

Anyway I would still get in touch with Disney guest services, and tell them how disappointed you are with Photopass, can't hurt.

 

[PrincessCM]

I'm thinking with the amount of guests in the parks for the holidays, they may be having a hard time keeping up with the requests to check Photopasses......

 

[lucincia]

I'm thinking with the amount of guests in the parks for the holidays, they may be having a hard time keeping up with the requests to check Photopasses......

But good customer service means keeping customer happy, even if you are still working on the problem and the issue not resolved. This is from several years of IT helpdesk support experience in my previous life It's always nice to walk away from a support call, issue not resolved, but the customer is still happy (well, until I get out the door anyway!)

 

[civileng68]

But good customer service means keeping customer happy, even if you are still working on the problem and the issue not resolved. This is from several years of IT helpdesk support experience in my previous life It's always nice to walk away from a support call, issue not resolved, but the customer is still happy (well, until I get out the door anyway!)

This is correct! I actually manage a Customer Support department at my company and we strive for excellence in Customer Service. Even if you are backed up and cannot service the customer you at least let them know that you are still investigating something.

They have not responded AT ALL. I mean a little time is ok, but it's been OVER a week now. With no response at all in that time, the customer (me) assumes that they dont care.

I can also tell you that when you manage customer service, you can provide your team more leaniancy for being busy and time in response, but over a week is not acceptable. No manager would accept that (if they care about their team's performance).

We were evacuated for the Hurricane (Wilma) and were unable to return emails/calls from our customers for over a week. When we returned we had over 3,000 emails (not to mention) calls to make up for (while taking current calls) and we did that in LESS than 1 week. I can't expect our customers to wait more than a week, busy or not.

Either way, busy or not, I have a big problem that I have now sent THREE requests for help to their department with no response.

Next time I go to the park (likely for New Years) I am going to find whoever is in charge of the Photopass and politely voice my opinion at the terrible service level they are providing their customers.

 

[civileng68]

WELL, THIS IS UPDATE #3:


I sent a THIRD, yes, third email to Disney's PHoto pass support department earlier this week. I got an automated response telling me I would hear a response shortly. That was days ago. It's coming up on 2 weeks now, I've sent three emails to the PHotopass people (which is the address they have set up to send problems to) and have yet to have ANYONE write me back.

I will send a fourth now, and I am sending a formal complain via certified mail to WDW's Customer Relations department. I dont care if it's outsourced or not (though I dont think it is any longer), I am the customer and Disney has their name on it, so it is their problem to get with whomever is responsible for this, not mine.

I think my patience has been fair to avoid going TOO deep in my criticism of this program, but now Im very unhappy. Even if they told me that the photos are lost, i think I would be upset but it wouldn't be a huge deal, but I HATE not being told anything.

It has been 2 weeks since my trip and the photos only stay in the system for 30 days. Im highly upset at this lack of attention.